We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 125400 results
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Decision Reference DRN-4503811
2 Feb 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4503811 The complaint Mrs and Mr G complain that TSB Bank plc blocked a payment leaving their account. What happened Mrs and Mr G attempted to pay for a holiday, and they input their TSB debit card details for a payment of £5,586 to be debited on 1 June 2023. They ensured their account... (3 pages)View decision -
Decision Reference DRN-4427250
2 Feb 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-4427250 The complaint A company that I will refer to as N complains about the handling of its commercial motor insurance claim by Alwyn Insurance Company Limited. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been inv... (3 pages)View decision -
Decision Reference DRN-4572042
2 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4572042 The complaint The trustees of a trust, that I will refer to as W, complain about the service provided by National Westminster Bank Plc during a customer review process and that W’s account was frozen for around five months. Ms M, a trustee of W, brings the complaint on behalf o... (10 pages)View decision -
Decision Reference DRN-4596208
2 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4596208 The complaint Mr P complains that ReAssure Limited gave him incorrect information regarding the value of his pension fund and thinks that it should honour its original quote. What happened Mr P had a pension with ReAssure. He contacted ReAssure in 2019 to obtain the value of hi... (3 pages)View decision -
Decision Reference DRN-4591268
2 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4591268 The complaint Mr L, trading as W, complains about the settlement and handling of his commercial insurance claim by AXA Insurance UK Plc. What happened The following is intended only as a brief summary of events. Additionally, whilst other parties have been involved in the proce... (7 pages)View decision -
Decision Reference DRN-4428694
2 Feb 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4428694 The complaint Mrs D complains that N.I.I.B. Group Limited (“NGL”) unfairly reported information on her credit file in relation to a hire purchase agreement. What happened Mrs D had a hire purchase agreement with NGL. In May 2022, she contacted it to say that she was on maternit... (2 pages)View decision -
Decision Reference DRN-4596250
2 Feb 2024 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4596250 The complaint Mr M complains that ERGO Versicherung Aktiengesellschaft trading as ERGO UK Branch would not pay the full amount of his insurance claim. What happened Mr M entered into an agreement with a developer (which I will call “”V”). Under the terms of the agreement, he ag... (3 pages)View decision -
Decision Reference DRN-4486042
1 Feb 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4486042 The complaint Mr P complains that he was mis sold a finance agreement with Creation Consumer Finance Ltd. He says he was advised by the salesperson that the agreement was a Buy Now Pay Later Agreement whereas it was an Interest Free Credit Agreement. What happened In February 2... (3 pages)View decision -
Decision Reference DRN-4556053
1 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4556053 The complaint Ms D complains about the way in which Bank of Scotland plc treading as Halifax handled her claim under Section 75 of the Consumer Credit Act 1974. What happened In January 2020 Ms D booked a holiday with a merchant and paid a deposit of £1500. The trip was delayed... (2 pages)View decision -
Decision Reference DRN-4566227
1 Feb 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4566227 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard didn’t fully uphold his claim under Section 75 of the Consumer Credit Act 1974. What happened In December 2022 Mr S purchased a second-hand car from a merchant and paid using his Barclaycard. The day ... (3 pages)View decision
